Guest Relations Consultant’s main task is to ensure that the needs and requests of the Guests are met, and that each Guest has a memorable stay. This position has the responsibility of dealing with Guests daily. The duties include Guest handling as well as performing administration tasks. You are required to obtain reservation information and offer valuable information to Guest regarding accommodation, services, and activities. They will act as the Communications hub of the hotel, distributing information without delay to the relevant people and departments.
KEY FOCUS AREAS
- Perform the Reception functions related to all guest touch points, including guest interaction, hosting duties and administrative tasks.
- Obtain all required reservation information prior to arrival, following up on arrival details on the day.
- Meet and greet guests, perform the guest arrival experience including all amenities, welcome and check-in.
- Perform the guest departure experience, including payment of the account and obtaining keys where applicable, check out, lunch packs, and farewell.
- Offer guests information regarding all services, accommodation, and facilities.
- Ensure ultimate guest relations in the Hotel, ensuring that the personal attention level is maintained.
- Be present for the hosting of meals when required.
- Conduct periodic room checks and checks of the guest areas, ensuring that housekeeping standards are maintained.
- Effectively communicate reservation information and guest preferences/dietary requirements to all departments prior to arrival and throughout the stay.
- Communicate effectively within the company and property as well as with third parties (such as staff at the park gates, tour operators and travel agents, transfer companies, etc.
- Follow approved company and property sustainability practices as outlined in the MORE Sustainability Group Standards and related documents.
- Demonstrate flexibility and adaptability towards changing working hours and shifts according to the requirements of a 24-hour operation.
REQUIREMENTS - QUALIFICATIONS AND SKILLS
- Grade 12 and a qualification in Travel and Tourism will be an added advantage.
- A minimum of 1 year’ experience in a similar position
- Sound knowledge of MS Office suite and ResRequest.
- Knowledge and experience of overall hospitality operations.
- Confident team Player with positive attitude, enthusiasm, and emotional control (People skills-tolerance, patience, and care.)
- Presentable and well spoken.
- South African or Valid Work Permit
MAXIMIZING YOUR IMPACT AS A MEMBER OF THE MORE FAMILY COLLECTION
- Excellent attention to detail.
- Guest focus philosophy, living the MORE brand and driving the MORE experience.
- Excellent communication skills (written and verbal), practicing honest communication.
- Team player with positive attitude, enthusiasm, and emotional control.
- Excellent time management and self-discipline, interpersonal & solution seeking skills.
- Proactive, use initiative and creative flair when required.
- Committed and loyal, adaptable, and flexible.
- Must work accurately under pressure.
- People skills – tolerance, patience, and care, ability to receive constructive feedback openly.
We create opportunities and experiences for people to enrich their lives.
Our values guide our behaviours and how we act, and they help us find the right partnerships for growth:
Be AWARE (the “thoughtful” value)
Eyes and ears open
Arrive ready
Be human
Respond GENEROUSLY (the “more” value)
Arrive ready
Be human
Respond GENEROUSLY (the “more” value)
Always respond
Give more, do more
Have a mindset of abundance
Strength in DIVERSITY (the “family” value)
Give more, do more
Have a mindset of abundance
Strength in DIVERSITY (the “family” value)
Act in harmony
Work together
Act inclusively
Make it BETTER (the “continuous improvement” value)
Work together
Act inclusively
Make it BETTER (the “continuous improvement” value)
Positively influence
Keep learning
Own it
Keep learning
Own it